About Agreements

An Agreement is a record that defines the terms of service between the service desk and a Supplier. An Operational Level Agreement (OLA) is a service agreement between the service desk and another entity (ex: Team, department, etc.) within the same organization. An Underpinning Contract (UC) is a service agreement between an organization and a third-party service provider. Agreements are directly related to Suppliers and include Terms, including rules for changes to the Agreement, rules for termination of the Agreement, and service availability.

In CSM, Agreement is a Group Object that includes two Major Objects: OLA and Underpinning Contract. The OLA form and Underpinning Contract form share fields and functionality and are used to view and manage each type of Agreement separately:

Note: Agreement can be used tosupport Multi-Sourcing Service Integration (MSI) and Service Integration and Management (SIAM). For more information, see The Relationship between CSM and Multi-Sourcing Service Integration and Service Integration and Management.